Technical Support Analyst
New
Remote, United StatesFull-TimeMiddle
Salary49,487 - 74,230 USD per year OTE
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Job Details
- Languages
- English
- Experience
- 12+ months
- Required Skills
- Data AnalysisHTMLCSSJavascriptSalesforceJiraCustomer serviceTroubleshootingTechnical support
Requirements
- 12+ months of experience in a high-touch Client Care or Technical Support role.
- Proven track record of managing enterprise clients, large retailers, or global brands.
- Exceptional written and verbal communication skills in English.
- Passion for using automation and modern AI-driven tools.
- Solid understanding of enterprise case management workflows and ticketing infrastructure.
- Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript).
- Self-motivated, resilient team player.
Responsibilities
- Prioritize and manage inbound customer requests across real-time channels (chat, phone), the support community portal, and internal escalations.
- Analyze semi-complex to complex technical problems to identify and execute root-cause solutions.
- Own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication.
- Actively participate in Knowledge-Centered Service (KCS) methodologies.
- Embrace and utilize AI productivity tools and automation.
- Partner with Team Leads and senior peers to map new technical workflows.
- Maintain high performance standards and meet operational KPIs and CSAT metrics.
- Develop deep Subject Matter Expertise (SME) in specific products or features.
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